Job Description: The mission of the Global Desktop Support (GDS) organization is to provide desktop support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking for a Technical Support Analyst to join the Deskside Support Services (DSS) team. You will act as a site contact, provide technical and process guidance to other members of the team, and will participate in Technology projects across the organization. This position will be responsible for ensuring an outstanding level of customer service and should possess advanced technical knowledge. This role will be responsible for installing, configuring, troubleshooting, and repairing computer workstations while monitoring performance, diagnosing and resolving problems. You will provide accurate, timely and creative solutions to our colleague’s computer and network problems while adhering to standard Technology practices and techniques. This position will serve as an escalation point for technical, process and procedural questions and issues. Job Responsibilities: Documenting and tracking status of colleague inquiries, coordinating appropriate response. Proactively setting expectations with colleagues. Collaborate with management to promote excellent customer service and effective response times. Assist management by providing insight into general support issues. Ensure team provides timely and courteous customer service to colleagues. Following up to ensure colleague satisfaction. Provide proactive support, maintenance, and innovation including but not limited to: Implementing approved operating system enhancements. Recommending system modifications to reduce colleague problems. Interacting with other support groups to restore service and /or identify and correct colleague computing problems. Identifying process improvement opportunities and supporting continuous improvement initiatives under direction of your supervisor. Perform other duties and responsibilities, as assigned. Provide basic colleague technical support including but not limited to: Computer hardware diagnostic, troubleshooting, configuration, and refresh. Software installation and troubleshooting. Voice and video network diagnostic and repair. Mobile device configuration, training, and diagnosis. Recovery testing to confirm availability of systems where outages have occurred. Manage basic ticket workflows including but not limited to: Escalating unresolved issues in a timely manner. Maintaining and tracking inventory of hardware in the appropriate systems. Job Requirements: Microsoft operating systems and Microsoft Office. Networking switches and data networks. Mobile device management. A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity. At least 3 Years PC/LAN technical or equivalent experience preferred. MUST BE A CURRENT CONTRACTOR WITH CIGNA, EXPRESS SCRIPTS OR EVERNORTH. Evernorth is a new business within the Cigna corporation. A+ certification or equivalent combination of education, training, and experience. Capability to analyze problems and use sound judgement for determining solutions. Strong knowledge of the following is preferred. Apple hardware and operating systems. Aptitude for providing strong customer service through interactions and communications. Audio Visual systems. Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded. Comfortable with working outside of normal business hours to support activities, and/or support on-call rotation when necessary. Ability to clearly communicate both verbally and written with customers and other IT staff. Willingness for continuing enhancement of technical skills through education/seminars and interaction with other IT disciplines. IP telecommunications systems. Job Details: Company: Cigna Vacancy Type: Full Time Job Location: Sherman, TX, US Application Deadline: N/A Apply Here vacancyoptions.com
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